We had to have the drum assembly replaced on our two-year-old Hotpoint washing machine, incurring a call-out charge of £89.98.

While the repair man was working on the machine, he mentioned that Merloni, the Hotpoint company, was having to make the same repair to many of our particular type of machine.

We wrote asking for a refund of the call-out charge, feeling it unfair that we should have to pay this when the breakdown was clearly due to a defect. We also understand that the defective component in our machine was replaced with exactly the same type, and is therefore likely to break down in another two years.

We asked the company to make a reasonable proposal that would ensure we do not have to incur unnecessary expenditure on the washing machine during its normal lifetime.

The customer care adviser who dealt with our complaint admitted that Hotpoint had had a problem with bearing failure, writing: 'We were made aware of customer concerns about a noise problem during the end of 2001, which has now been resolved. As soon as we became aware of a problem we made changes to our manufacturing process, which has now completely resolved the issue affecting these particular machines.'

She said that all customers who notified Hotpoint of a problem during the first year have had their appliances replaced or updated accordingly, and that any repairs are guaranteed for a further 12 months. 'In our experience this fault became apparent in the early stages of its life, therefore we would suggest that in this instance the fault was due to normal wear and tear.'

So even though the repair was suspiciously the same as those suffered by lots of customers who had their call out charges waived, ours has not been. Is this is fair?

Moreover, to suggest that it is acceptable for the main components of an expensive machine to need replacing due to wear and tear after less than two years is ridiculous and unacceptable. Is that the standard to which Hotpoint manufactures its machines? If so, the message is clear: buy from someone else!

'It was wear and tear'

Merloni Elettrodomestici UK replies: We were concerned to hear of the problem Mr Wicks experienced with his washing machine. We confirm that, after consultation with the engineer, the assessment of the machine shows the fault was the result of general wear and tear. We have been in direct contact with Mr Wicks and have offered him a reduced repair charge as a goodwill gesture. A refund cheque will be dispatched for £40.98.

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If you have a consumer complaint that hasn't been taken seriously, Cash readers want to read about it. And we want to hear from the companies responsible for indifferent goods and services. Write to Sounding Off, Cash, 119 Farringdon Road, London EC1R 3ER or email cash@observer.co.uk